COMMON BARRIERS TO COMMUNICATION

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COMMON BARRIERS TO COMMUNICATION

• 1. SEMANTICS
• Definition of words
• Choice of words

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COMMON BARRIERS TO COMMUNICATION

• 2. POOR CHOICE, USE OF CHANNELS
• When to use certain channel
• Oral alone
• Simple reprimand
• Settle simple dispute
• Written alone
• Dont need immediate feedback
• Need record

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COMMON BARRIERS TO COMMUNICATION

• 2. USE OF CHANNELS
• Both channels
• Commendation
• Serious reprimand
• Important policy change
• Nonverbal
• Be aware of it.

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COMMON BARRIERS TO COMMUNICATION

• 3. PHYSICAL DISTRACTIONS
• 4. NOISE, PHYSICAL,
• PSYCHOLOGICAL
• 5. STATUS DIFFERENCE
• 6. EFFECTS OF EMOTIONS

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COMMON BARRIERS TO COMMUNICATION

• 7. PERCEPTIONS
• Stereotypes
• Halo effects
• Selective perception
• See and hear what we expect
• Ignore if conflicts with what we know.
• Projection

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COMMON BARRIERS TO COMMUNICATION

• 8. FILTERING, SCREENING
• NEGATIVE INFORMTAION
• 9. EVALUATING THE SOURCE
• 10.ABSENCE OF FEEDBACK, POOR FEEDBACK

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COMMON BARRIERS TO COMMUNICATION

• 11. INFORMATION, DATA
• OVERLOAD
• 12. POOR LISTENING
• LISTEN TO RESPOND
• LISTEN TO UNDERSTAND

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TO OVERCOME BARRIERS

• Learn to use feedback well.
• Be sensitive to receivers point of view.
• Listen to UNDERSTAND!
• Use direct, simple language, or at least use
  language appropriate to the receiver.
• Use proper channel(s). Learn to use channels
  well.
• Learn to use supportive communication, not
  defensive communication.

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LISTENING WITH...

• EXPERIENCE
• WHAT WE KNOW
• BIASES
• STEREOTYPES
• PERCEPTIONS
• EMOTIONS

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LISTENING

• LISTEN TO RESPOND
• LISTEN TO UNDERSTAND

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LISTEN TO UNDERSTAND
1. RESTATE/REPEAT 2. PARAPHRASE 3. REFLECT
FEELING 4. PARAPHRASE CONTENT AND REFLECT
FEELING 5. SAY NOTHING
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LISTEN TO UNDERSTAND
Before I can walk in another persons shoes, I
must remove my own. Unknown
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LISTEN TO UNDERSTAND ASSUMES WIN-WIN
1. ASK PERMISSION 2. ESTIMTE TIME LIMIT 3.
STATE BOUNDARIES STATE WHAT IS NOT
ACCEPTABLE 4. USE RESPECT, GENTLENESS 5. USE
COURAGE
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LISTEN TO UNDERSTAND ASSUMES WIN-WIN

HIGH
X
RESPECT
LOW
LOW
HIGH
COURAGE
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LISTEN TO UNDERSTAND ASSUMES WIN-WIN

• BE DIRECT
• BE CLEAR
• BE SPECIFIC
• BE HONEST
• BE RESPECTFUL
• BE TACTFUL
• TAKE RESPONSIBILITY FOR YOURSELF

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LISTEN TO UNDERSTAND

• WHEN YOU ..
• (State observed action.)
• I FEEL
• (State feeling.)
• BECAUSE I THINK ..
• (Thought that causes the feeling.)
• AND I WOULD LIKE ..
• (Request for positive action.)

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LISTEN TO UNDERSTAND

• When you meet me an hour after you said you
  would
• I feel angry and hurt
• Because I think you dont care much about my job
  demands
• And I would like you to call when you are going
  to be late.

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LISTEN TO UNDERSTAND

• YOURE AN HOUR LATE!
• YOU MAKE ME ANGRY!
• YOURE ALWAYS LATE!
• YOU DONT CARE ABOUT MY
• TIME/FEELINGS!
• YOU MAKE ME SICK!

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NOT LISTENING?

• AUTOBIOGRAPHICAL RESPONSES
• PROBE
• GIVE ADVICE
• EVALUATE
• INTERPRET

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UNDERSTANDING?

• I KNOW WHAT YOU MEAN
• KNOW WHAT I MEAN?
• I HEAR YOU
• IVE BEEN THERE!
• YOU UNDERSTAND ME?
• YOU HEAR WHAT I SAID?
• YOU KNOW WHAT TO DO?
• I KNOW WHAT YOURE TALKING ABOUT.

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FIXING LISTENING?

• DONT FEEL BAD.
• DONT CRY.
• DONT BE UPSET.
• YOU SAY THAT BUT YOU ALWAYS DO WELL.

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Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
1. Stop talking You cannot listen if you are
talking. 2. Put the person at ease Help a
person feel free to talk create a permissive
environment. 3. Show the person you Look and
act interested listen to want to
listen understand, not to oppose. 4.Remove
distractions Dont doodle, tap, or shuffle
papers shut the door if necessary to
achieve quiet.
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Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
5. Empathize Try to see the other persons
point of view. 6. Be patient Allow plenty
of time do not interrupt dont start for
the door or walk away. 7. Hold your
temper An angry person takes the wrong
meaning from words.
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Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
8.Go easy on argument Dont put people on the
defensive and criticism and cause them to
clam up or become angry do not argue-
even if you win, you lose. 9. Ask
questions This encourages a person and shows
that you are listening it helps to develop
points further. 10. Stop talking This is first
and last, because all other guides depend on
it you cannot listen effectively while you
are talking. Source Adapted from Human
Behavior at Work, Fifth Edition, by Keith Davis.
1977.
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KEY CHARACTERISTICS OF SUPPORTIVE
COMMUNICATION 1.Channels Congruent.
Incongruent. Oh, do I Verbal and non-verbal
seem upset? No, everything channels must
agree. is fine - while obviously
upset. 2.Descriptive. This is what
Evaluative. You are happened and this is how I
wrong for doing what you felt about it. Id
like to suggest did. an alternative that would
be more acceptable. 3.Problem oriented.
How Person oriented. Why can we solve this
problem? are you so slow?
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KEY CHARACTERISTICS OF SUPPORTIVE
COMMUNICATION 4.Specific. I felt like I did
not Global. You are always get equal time to
cover my seeking all the recognition material
in that presentation. for our work. 5.Owned.
I have decided Not owned. You have a to turn
down your request pretty good idea, but
you because know how it is in
this organization -- everyone cant get
everything they want. 6.Validating. That
is an Not validating. I cant interesting
suggestion. believe you could think
such a thing.
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KEY CHARACTERISTICS OF SUPPORTIVE
COMMUNICATION 7.Equality oriented. I
have Superiority oriented. some ideas, but do
you have Your suggestion is dumb. any
suggestions? This is the way to handle
this problem. 8.Flexible. I have
some Closed-minded. What- questions, but
lets explore ever made you think that it
further. would work? 9.Appropriately
intimate. Overbearing or aloof. Since we have
known each I know we just met, but I other a
long time, Id like really need to tell you to
tell you how I feel about something
personal. our relationship.
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ORGANIZATIONAL COMMUNICATION

• STRUCTURE SHOULD FACILITATE, NOT HINDER
• MANAGE INFORMATION FLOW
• CLIMATE INFLUENCES
• INTERGROUP INTERACTIONS, BARRIERS?
• USE GRAPEVINE

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COMMUNICATION NETWORKS

• . . .
• . . . .
• .
• . .
• Y WHEEL, STAR
• CENTRALIZED

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COMMUNICATION NETWORKS

• . .
• . . . .
• . . . .
• CIRCLE ALL CHANNEL
• DECENTRALIZED

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COMMUNICATION NETWORKS
SIMPLE TASKS
Y WHEEL STAR

CIRCLE ALL CHANNEL
Y WHEEL STAR
COMPLEX TASKS
CIRCLE ALL CHANNEL
FASTER MORE ACCURATE
SLOW LESS ACCURATE